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Next-Generation Customer Engagement Platform for Digital Media
  1. case
  2. Next-Generation Customer Engagement Platform for Digital Media

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Next-Generation Customer Engagement Platform for Digital Media

lightpointglobal.com
Media

Challenges in Digital Transformation and Customer Engagement

National Media Group faces significant challenges in adapting to the evolving digital media landscape. Key pain points include fragmented customer data, ineffective user engagement strategies, difficulties in advertising attribution, challenges in campaign management and data analytics, inefficient billing processes, and a lack of a robust self-service portal for subscribers. These issues hinder their ability to acquire, retain, and monetize their audience effectively, impacting revenue and profitability.

About the Client

A leading US-based digital publishing and media company with a portfolio of newspapers, magazines, and online content platforms, seeking to modernize its customer engagement strategy and drive sustainable revenue growth in the digital landscape.

Project Goals

  • Enhance customer engagement across all digital touchpoints.
  • Improve customer retention rates and reduce churn.
  • Increase subscription revenue through targeted marketing and personalized offers.
  • Provide a seamless and self-service experience for subscribers.
  • Improve advertising effectiveness through accurate attribution.
  • Centralize customer data for a comprehensive view of subscriber behavior.
  • Streamline billing and payment processes.

System Functionality

  • Subscriber Self-Service Portal (subscription management, profile updates, payment options)
  • Personalized Offer Generation (dynamic subscription packages based on user data)
  • Targeted Marketing Campaigns (email, in-app notifications, etc.)
  • Real-time Data Analytics & Reporting (subscriber behavior, campaign performance)
  • Automated Billing & Payment Processing (integration with payment gateways)
  • Fraud Detection & Prevention
  • Subscription Customer Service Module (call center support)
  • Content Recommendation Engine

Technology Stack

Microsoft .NET Core
JavaScript/TypeScript
Angular
Node.js
AWS
RESTful APIs

External System Integrations

  • Stripe/Edgil (Payment Gateways)
  • Email Marketing Platforms (e.g., Mailchimp, SendGrid)
  • CRM Systems (e.g., Salesforce)
  • Advertising Platforms (for attribution)
  • Analytics Platforms (e.g., Google Analytics)

Non-Functional Requirements

  • High Scalability (support growing user base)
  • High Availability (minimal downtime)
  • Robust Security (data encryption, access control)
  • Performance Optimization (fast response times)
  • Data Privacy Compliance (GDPR, CCPA)

Expected Business Impact

Implementation of this customer engagement platform is expected to result in a significant improvement in customer retention, increased subscription revenue, enhanced advertising effectiveness, and streamlined operational efficiency. By providing a personalized and seamless experience, NMG can strengthen customer loyalty and build a sustainable digital media business. The platform will enable data-driven decision-making, leading to more effective marketing campaigns and improved overall business performance.

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